Optical Customer Care Specialist - Lab & Escalations

Talentify; Phoenix (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

EssilorLuxottica is seeking a Customer Care Specialist based in Phoenix to provide advanced customer service for escalated issues. You will collaborate with Customer Service and Lab Operations to investigate orders, support production flow, and ensure a positive customer experience.

The role requires optical product knowledge, attention to detail, and strong problem-solving skills. You will coordinate with Pricing, Finance, Sales, and Lab teams to resolve complex cases and improve service levels.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 3+ years of customer service or call center experience.
• 2+ years of optical experience (customer service, lab operations, or related).
• Basic understanding of optical lab workflows.
• Experience with CRM platforms and telephony systems.
• Strong communication skills with a customer-focused approach.

Responsibilities

• Support the resolution of complex and escalated customer issues.
• Review assigned cases to determine appropriate production, quality, or workflow actions.
• Communicate with customers as needed to provide status updates, timelines, and resolution information.
• Document customer interactions and maintain detailed records in the CRM platform.
• Assist in resolving customer issues within established service standards.
• Work directly on the production floor to research delayed or problematic orders.
• Identify contributing factors to late or stalled jobs and coordinate appropriate next steps.
• Partner with cross-functional teams to support issue resolution.
• Collaborate with lab teams to ensure accurate and timely order completion.
• Maintain daily tracking and reporting of escalated jobs.
• Monitor progress of escalated orders and communicate risks or delays to customers and internal partners.
• Participate in daily production meetings to discuss priorities and issue statuses.
• Share observations regarding recurring issues or workflow concerns.
• Identify recurring customer or production issues and communicate trends to leadership.
• Support quality assurance efforts by reporting defects or delays that impact timelines.
• Assist with root-cause analysis through accurate data collection and documentation.
• Participate in continuous improvement initiatives focused on process efficiency and customer experience.
• Support with customer service activities related to escalated orders, including corrections, cancellations, redo requests, and order reviews.
• Educate customers on products, ordering procedures, and company policies.

Skills

Customer service

Optical experience

CRM experience

Communication skills

Lab workflows

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM platforms

Telephony systems

Job description

EssilorLuxottica is seeking a Customer Care Specialist based in Phoenix to provide advanced customer service for escalated issues. You will collaborate with Customer Service and Lab Operations to investigate orders, support production flow, and ensure a positive customer experience.

The role requires optical product knowledge, attention to detail, and strong problem-solving skills. You will coordinate with Pricing, Finance, Sales, and Lab teams to resolve complex cases and improve service levels.